Sales Support / Operations Lead (French)

Sales Support / Operations Lead (French)

LexisNexis Risk Solutions | Johannesburg, GT, ZA

Posted 9 days ago

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Description


Job Summary

The Reed Exhibitions Supervisor is a Functional Supervisor responsible for supervising the timely

completion of Reed Exhibitions campaigns. The role supervises the planning, organizing, executing

and reporting of all Reed Exhibitions campaigns and will be accountable for achieving the shows

goals. Apart from this, the Functional Supervisor will provide assistance on General Event Support

projects – Data Management, Event Relations and Event Support

Accountabilities

Employee Performance Management


Ensure new employees are oriented to the organization, its policies, facilities, etc


Ensure that employees follow the organization’s policies and procedures


Facilitate Employee Training and Development


Manage individual and team scorecard per month


Validate individual Productivity using trackers and / or telephone system


Complete Quality Monitoring for members of the team


Monitor, assess and provide feedback about employee’s performance


Provide ongoing guidance to employees in the forms of ongoing coaching and mentoring


Conduct performance appraisal on a regular basis


Complete 100% coaching and Enabling Performance discussion with team


Develop and implement PIP (Performance Improvement Program) if performance is not adequate


Provide rewards program for employee accomplishment


Lead regular teambuilding activities including strategic planning, RE Cares, Townhall, etc.


Approve and monitor daily team attendance through Attendance Monitoring Tool


Attrition – maintain annualized negative attrition at or below 10%


Support and drive 80% attendance in at least 3 major employee engagement initiatives during the year


Support and drive 80% attendance in at least 1 major corporate social responsibility program during the year

Conflict / Crisis Management

Regularly review the needs of employees


Help, discuss, evaluate and resolve personal and work issues among team members


Inform and monitor employees during times of crisis or disaster to assess situation


Inform the manager of the current situation of team members and recommend solution

Reporting

Submit weekly operation performance status report to Reed Exhibitions Manager


Generate monthly performance update to Business Unit stakeholder


Update all necessary reports needed by Stakeholders


Ensure all reports are accurate, updated and submitted on time

Operational Improvement

Productivity – Achieve specific and identified team targets


Completeness and Timeliness – Achieve team deliverables within Turn Around Time


Quality / Accuracy – Achieve specific and identified team target accuracy and quality measures


Stakeholder Management – conduct monthly operations review and execute action items agreed with the business unit


Receive, review and monitor and manage workload and assignments of the team


Manage stakeholder expectations regarding deadlines, quality and efficiency


Drive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actions


Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations


Manage and facilitate the corrective action process, partnering with the manager


Conduct effective workforce planning and responsible for individual career development


Participate in the implementation of support plans for product integrations and company acquisitions


Process audit – support annual process audit activities


Operations Standard – support compliance with established processes

Functional Accountabilities

Data Management:

Generate leads for our events based on show brief provided by Business Unit

Enrich current database through internet research

Update or remove existing contacts on the database through internet research

Validate existing contacts / leads on our database

Event Relations:

Execute campaigns to invite visitors to our event

Proactively calls visitors or exhibitors to disseminate information

Call potential clients and gauge their interest on our show and potentially arrange a meeting with the exhibitors (matchmaking)

Event Support:

Respond quickly and efficiently to customer queries via chat, e-mail and / or phone

Proactively seek out information about each show to be able to provide accurate information to customers

Listen actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice

Ensure all communication, written or verbal is clear, concise, polite and informative

Provide ad-hoc support to show teams

Take ownership of queries from start to finish

Ensure tasks and workload are completed to agreed SLA

Hard/Technical, Soft Skills and Complimentary

Excel Advanced


CRM systems Intermediate


PowerPoint Intermediate

Other Qualifications/Requirements:

Bachelor’s degree or equivalent experience

5 – 7 years of Leadership experience required


3 – 5 years’ experience in a customer contact environment preferred


Strong written and verbal communication, problem solving, project management and delegation skills


Responsible for team’s people leadership, employee engagement, staff development and performance management


Has a strong sense of ownership relating to tasks and responsibilities


Organized and very systematic in handling tasks at hand


Very proactive in stakeholder management, project ownership and team coordination


Very decisive and results oriented


Project and time management skills, demonstrated by the ability to manage a number of projects at the same time


Strong commitment to performance and team success


Applicants must be willing to work in flexible/rotating schedule depending on business needs


Proficient in German and / or French

RELX is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on  1.855.833.5120..

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